Grievance Redressal Policy

JobGenie is committed to providing excellent service and ensuring customer satisfaction. This Grievance Redressal Policy outlines the process for addressing complaints, concerns, and disputes from our users. We believe in transparent communication and fair resolution of all grievances. Our goal is to resolve all issues within 15 business days.

This policy covers grievances related to: • Service quality and performance • Billing and payment issues • Account access and technical problems • Subscription cancellations and refunds • Data privacy and security concerns • Unauthorized account usage • Application processing and job matching • Customer support experience • Content accuracy and job listing issues • Any other service-related complaints

Service Quality Grievances: • Inaccurate job recommendations • Incomplete job listings • Service outages or downtime • Poor user experience or technical bugs • Subscription feature not working as described Billing Grievances: • Unauthorized charges • Double billing errors • Incorrect refund amounts • Failed payment processing • Subscription renewal issues Conduct Grievances: • Harassment by other users • Inappropriate job postings • Discrimination or bias in job matching • Unethical platform practices • Violation of terms of service Data and Privacy Grievances: • Unauthorized data access • Privacy violation concerns • Data breach incidents • Account security issues

Step 1: Report the Grievance You can file a grievance through multiple channels: • Online Grievance Form: Visit JobGenie.com/support/grievance • Email: grievance@jobgenie.com • Phone: [Support Phone Number] • In-person: Visit our office during business hours • Chat: Available through our customer support portal Step 2: Provide Details Include the following information: • Your full name and registered email • Account ID or order number (if applicable) • Detailed description of the grievance • Date when the issue occurred • Steps you've already taken to resolve • Desired resolution or outcome • Supporting documents or screenshots Step 3: Receive Acknowledgment • You will receive an acknowledgment within 24 hours • A unique grievance reference number will be assigned • This number will be used for all future communication • Initial assessment of the grievance will be completed

Standard Grievance Resolution: Acknowledgment: Within 24 hours Preliminary Response: Within 48 hours Investigation: 3-7 business days Final Resolution: Within 15 business days Priority Grievances (Escalated): Security/Data Breach Issues: Within 48 hours Billing Disputes: Within 7 business days Service Outages: Within 24 hours Urgent Grievances: Life-threatening or emergency issues: Immediate attention Serious service disruptions: Within 4 hours System-wide issues: Ongoing updates Extensions: • If investigation requires more time, we will inform you • Extensions will not exceed 30 days total • You will receive regular updates throughout the process

Our Investigation Includes: • Reviewing your account and transaction history • Analyzing system logs and error reports • Contacting relevant departments or third parties • Interviewing employees if necessary • Collecting evidence and documentation • Consulting with technical or legal teams as needed Your Cooperation: • Respond to our inquiries within 48 hours when possible • Provide any additional information requested • Avoid taking actions that may destroy evidence • Maintain confidentiality of the investigation • Do not publicly disclose details if requested Transparency: • We will keep you informed of investigation progress • Regular updates will be provided every 5 business days • You will be informed of the findings and resolution • You may request a detailed investigation report

Depending on the nature of the grievance, we may offer: Financial Remedies: • Full or partial refunds • Credit toward future purchases • Compensation for damages • Reversal of unauthorized charges • Waived subscription fees Service Remedies: • Account restoration or reactivation • Service credits or extensions • Enhanced privacy protections • Technical support priority • Feature upgrades or additions Operational Remedies: • System improvements or bug fixes • Policy clarifications or updates • Staff training or retraining • Process improvements • Preventive measures to avoid recurrence Escalation Remedies: • Investigation findings report • Disciplinary action against staff • Third-party arbitration • Legal remedies if applicable

If You Disagree with Resolution: Filing an Appeal: • Submit an appeal within 7 days of final resolution • Include your grievance reference number • Explain why you disagree with the resolution • Provide additional evidence or information • Send to: appeal@jobgenie.com Appeal Review: • A different team will review your appeal • The process takes 10-15 business days • You will receive a new decision • This decision is binding (except in legal matters) Escalation to Ombudsman: • If you are still unsatisfied, you may request independent review • This is available for grievances exceeding $500 or significant service issues • An independent ombudsman will review your case • Their decision is binding

Protecting Your Privacy: • All grievance information is kept confidential • Only authorized personnel have access to your grievance • Personal details are not shared without consent • Investigation details are protected Protection from Retaliation: • JobGenie strictly prohibits retaliation for filing a grievance • No account suspension or disadvantage will result from complaints • If retaliation occurs, report it immediately • This is a serious violation of our policy Data Security: • All grievance documents are securely stored • Communications are encrypted • Records are retained for legal compliance • You can request copies of your grievance file

You Have the Right to: • File a grievance without fear of retaliation • Receive prompt acknowledgment of your grievance • Have your grievance investigated fairly and impartially • Receive regular updates on investigation progress • Access information about the investigation (where legally permissible) • Appeal the resolution if unsatisfied • Escalate to independent review or arbitration • Request compensation for damages • Legal representation during the process • File complaints with regulatory authorities You Are Responsible for: • Providing accurate information • Not filing frivolous or false complaints • Cooperating with the investigation • Maintaining confidentiality during the process • Attempting to resolve issues through normal channels first • Not taking retaliatory action against JobGenie employees

File a Grievance: Online: www.jobgenie.com/support/grievance Email: grievance@jobgenie.com Phone: [Support Phone Number] Address: [Physical Address] Escalate a Grievance: Appeal Email: appeal@jobgenie.com Grievance Officer: grievance-officer@jobgenie.com Customer Advocate: advocate@jobgenie.com Hours of Operation: Monday - Friday: 9:00 AM - 6:00 PM IST Saturday: 10:00 AM - 4:00 PM IST Sunday: Closed Average Response Time: 24-48 hours For Urgent Matters: Call: [Emergency Support Number] Available 24/7 for critical issues